What's new
Carbonite

South Africa's Top Online Tech Classifieds!
Register a free account today to become a member! (No Under 18's)
Home of C.U.D.

2nd Line Support Engineer - Cape Town Based Only

Location
  1. Cape Town
Province
  1. Western Cape

Deago999

Carbonite's Own Irritating Santa
VIP Supporter
Rating - 100%
44   0   0
Joined
Sep 21, 2014
Messages
1,830
Reaction score
2,298
Points
8,585
Hi,

The company I work for is potentially looking for a 2nd line support engineer to join one of our departments - Ive had 1 really successful referral from carbonite so far so willing to try it again.

There is quite a strict vetting process, so I cant really be your go between and I cant provide updates on the application process - and a pre-vetting will take place before we proceed down the application route.

With that aside - here is the job information:

Generic Duties and Responsibilities
  • Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
  • Take ownership of tickets allocated to them or their relevant Virtual team (“VT”) ticket queue and professionally manage them through to Resolution or escalation.
  • Ask targeted questions and apply accurate troubleshooting.
  • Contribute fully as an active team member and ensure personal and team objectives are achieved.
  • Collaborate with other teams to maintain standards and functionality.
  • Maintain a professional relationship with clients and peers.
  • Utilise excellent customer service skills and exceed customers’ expectations.
  • Report potential client facing risks.
  • Report customer feedback and potential product request.
  • Maintain your own personal development plan with support from your manager.
  • Collaborate with other teams to maintain standards and functionality.
  • Undertake any other tasks as assigned by management.
  • Availability during your shift hours (which may incur shift & desk rotation).
  • Troubleshoot, maintain and support a wide range of systems.
  • Ensure Service level agreements (“SLAs”) are met.

Support Services Engineer Duties and Responsibilities:
  • Telephony:
  • answer overflow calls and attempt first call resolution.
  • confirm and capture accurate information.
  • Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s
  • Prioritise and manage several open tickets at one time.
  • Apply extreme attention to detail.
  • Effective troubleshooting skills related to your relevant area of support.
  • Take ownership of technical escalation.
  • Contribute to and improve internal knowledgebase assets.
  • Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
  • Provide prompt and accurate feedback to clients.
  • Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation.
  • Requires a level of supervision.

Requirements​

The ideal candidate will have/be:
  • Proven technology industry experience providing support at a 2nd Line level or above
  • Excellent written and verbal communication and interpersonal skills
  • Use initiative and creativity to solve more challenging issues
  • Formal IT qualification (Minimum AZ-104) - flexible on this
  • Experience and knowledge in several of the technologies detailed below
  • Server Infrastructure
    • HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds
  • Azure
    • Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL
  • Backup technologies
    • VEAAM, Azure Backup, Backup Exec, MABS
  • Active Directory
    • DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS
  • 3rd party Line of Business application troubleshooting E.G Sage
Generic essential individual attributes
  • Process-focused
  • Excellent technical ability in one or more key virtual team areas
  • Able to prioritise under pressure and work to deadlines
  • Flexible, calm, and approachable, ‘can do’ attitude
  • Solid customer relations skills to understand client/client representatives concerns and requirements
  • Willingness to gain relevant qualifications and accreditation's
  • Own (reliable) transportation

Benefits​

  • Job Type: Permanent
  • Salary bracket: R18 000 - R25 000
  • Role based out of our Century City offices (currently working remotely)
  • 40 - 45 hours per week (Based on UK time zone)
  • Retirement Fund & Medical Aid
  • Death, Funeral and Disability cover
  • 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)
  • Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)
  • Continual professional development plans

If you are interested - please direct message me and I will respond back as soon as I can.
 
Bump!

Just wanted to expand on the position a little to give you more context.

I currently work at this company - and I would be putting in a personal referral for you if you would like to apply and you were a good fit.

Medical aid is fully covered by the company after 1 full year of service (discovery medical aid), otherwise the company covers 50% of the fee until your 1 year of service.

Probation is 3 months long.

Retirement is paid for - 3% by the company, and 3% deduction on your salary. (Momentum)

We have a positive attendance benefit, for every 3 months of uninterrupted work, you get given 0.5 days of annual leave (up to 2 full days extra a year.)

We offer 1 free day annual leave for your birthday.

We have loyalty bonuses or work as well (every 5 years you have cumulative rewards.)

Need people before the end of October - so please get in touch with me.
 
Hi,

The company I work for is potentially looking for a 2nd line support engineer to join one of our departments - Ive had 1 really successful referral from carbonite so far so willing to try it again.

There is quite a strict vetting process, so I cant really be your go between and I cant provide updates on the application process - and a pre-vetting will take place before we proceed down the application route.

With that aside - here is the job information:

Generic Duties and Responsibilities
  • Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
  • Take ownership of tickets allocated to them or their relevant Virtual team (“VT”) ticket queue and professionally manage them through to Resolution or escalation.
  • Ask targeted questions and apply accurate troubleshooting.
  • Contribute fully as an active team member and ensure personal and team objectives are achieved.
  • Collaborate with other teams to maintain standards and functionality.
  • Maintain a professional relationship with clients and peers.
  • Utilise excellent customer service skills and exceed customers’ expectations.
  • Report potential client facing risks.
  • Report customer feedback and potential product request.
  • Maintain your own personal development plan with support from your manager.
  • Collaborate with other teams to maintain standards and functionality.
  • Undertake any other tasks as assigned by management.
  • Availability during your shift hours (which may incur shift & desk rotation).
  • Troubleshoot, maintain and support a wide range of systems.
  • Ensure Service level agreements (“SLAs”) are met.

Support Services Engineer Duties and Responsibilities:
  • Telephony:
  • answer overflow calls and attempt first call resolution.
  • confirm and capture accurate information.
  • Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s
  • Prioritise and manage several open tickets at one time.
  • Apply extreme attention to detail.
  • Effective troubleshooting skills related to your relevant area of support.
  • Take ownership of technical escalation.
  • Contribute to and improve internal knowledgebase assets.
  • Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
  • Provide prompt and accurate feedback to clients.
  • Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation.
  • Requires a level of supervision.

Requirements​

The ideal candidate will have/be:
  • Proven technology industry experience providing support at a 2nd Line level or above
  • Excellent written and verbal communication and interpersonal skills
  • Use initiative and creativity to solve more challenging issues
  • Formal IT qualification (Minimum AZ-104) - flexible on this
  • Experience and knowledge in several of the technologies detailed below
  • Server Infrastructure
    • HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds
  • Azure
    • Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL
  • Backup technologies
    • VEAAM, Azure Backup, Backup Exec, MABS
  • Active Directory
    • DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS
  • 3rd party Line of Business application troubleshooting E.G Sage
Generic essential individual attributes
  • Process-focused
  • Excellent technical ability in one or more key virtual team areas
  • Able to prioritise under pressure and work to deadlines
  • Flexible, calm, and approachable, ‘can do’ attitude
  • Solid customer relations skills to understand client/client representatives concerns and requirements
  • Willingness to gain relevant qualifications and accreditation's
  • Own (reliable) transportation

Benefits​

  • Job Type: Permanent
  • Salary bracket: R18 000 - R25 000
  • Role based out of our Century City offices (currently working remotely)
  • 40 - 45 hours per week (Based on UK time zone)
  • Retirement Fund & Medical Aid
  • Death, Funeral and Disability cover
  • 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)
  • Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)
  • Continual professional development plans

If you are interested - please direct message me and I will respond back as soon as I can.
I would like to apply for this role. Please assist.
 
Bump - not long before end of Oct.
 
Bump - nearly half way through Oct. there may be multiple 2nd line positions open - so please reach out!
 
Just an update for you all - I got confirmation that there are currently 4 vacancies available.
 
Weekend Bump!
Positions still available - reach out if you need more info.
 
Another Bump - 10 days to until the end of October - still positions available - Apply! What do you have to lose?
DM me!
 
Bump - still looking for strong candidates.
 
Hi
were do we send cv to

Regards



Sent from my ANA-NX9 using Tapatalk
 
Just over a week left for applications for October - ping me a message if you are interested!
 
Last few days of recruiting - send me a message!
 
Bump to the top - Still looking - anything October referencing ignore.
 
I have a few good guys that used to report to me when I still managed a 2nd line team however all the guys are in Joburg.
GL with the search.... I know how tough it is getting the right guys for such a role
 
Closing for now - positions have been filled :)
 
Reopening - 3 positions available
 
Is the position for 1st Line still open for applications and is it strictly Carbies only? I know of someone not on Carb that is keen.
 
Is the position for 1st Line still open for applications and is it strictly Carbies only? I know of someone not on Carb that is keen.
Yup! We have 5 first liner positions we need to fill - not strictly limited to carbies - so if you think you know someone who has the skills - by all means!
 
Just want to clarify is it remote from anywhere in the country right now or is preference given to those in the cape near the office?
 
Just want to clarify is it remote from anywhere in the country right now or is preference given to those in the cape near the office?
Preference is near Cape Town.
We do offer flexible working but ideally would like people closer to Cape Town or intends to move down to Cape town.

Alternatively we have some out of hours positions availble that is fully remote - but with out of business hours shift times.
 
Preference is near Cape Town.
We do offer flexible working but ideally would like people closer to Cape Town or intends to move down to Cape town.

Alternatively we have some out of hours positions availble that is fully remote - but with out of business hours shift times.
@String Kaas - Remote shifts. Go go go
 

Users who are viewing this thread

Latest posts

Back
Top Bottom